Rework (11 page)

Build an audience

All companies have customers. Lucky companies have fans. But the most fortunate companies have
audiences
. An audience can be your secret weapon.

A lot of businesses still spend big bucks to reach people. Every time they want to say something, they dip into their budgets, pull out a huge wad of cash, and place some ads. But this approach is both expensive and unreliable. As they say, you waste half of your ad budget—you just don’t know which half.

Today’s smartest companies know better. Instead of going out to reach people, you want people to come to you. An audience returns often—on its own—to see what you have to say. This is the most receptive group of customers and potential customers you’ll ever have.

Over the past ten years, we’ve built an audience of more than a hundred thousand daily readers for our Signal vs. Noise blog. Every day they come back to see what we have to say. We may talk about design or business or software or psychology or usability or our industry at large. Whatever it is, these people are interested enough to come back to hear more. And if they like what we have to say, they’ll probably also like what we have to sell.

How much would it cost us to reach those hundred thousand people every day the old-fashioned way? Hundreds of thousands? Millions? And how would we have done it? Running ads? Buying radio spots? Sending direct mail?

When you build an audience, you don’t have to buy people’s attention—they give it to you. This is a huge advantage.

So build an audience. Speak, write, blog, tweet, make videos—whatever. Share information that’s valuable and you’ll slowly but surely build a loyal audience. Then when you need to get the word out, the right people will already be listening.

Out-teach your competition

You can advertise. You can hire salespeople. You can sponsor events. But your competitors are doing the same things. How does that help you stand out?

Instead of trying to outspend, outsell, or outsponsor competitors, try to out-teach them. Teaching probably isn’t something your competitors are even thinking about. Most businesses focus on selling or servicing, but teaching never even occurs to them.

The Hoefler Type Foundry teaches designers about type at
Typography.com
. Etsy, an online store for things handmade, holds entrepreneurial workshops that explain “best practices” and promotional ideas to people who sell at the site. Gary Vaynerchuk, who owns a large wine shop, teaches people about wine online at Wine Library TV, and tens of thousands of people watch every day.

Teach and you’ll form a bond you just don’t get from traditional marketing tactics. Buying people’s attention with a magazine or online banner ad is one thing. Earning their loyalty by teaching them forms a whole different connection. They’ll trust you more. They’ll respect you more. Even if they don’t use your product, they can still be your fans.

Teaching is something individuals and small companies can do that bigger competitors can’t. Big companies can afford a Super Bowl ad; you can’t. But you can afford to teach, and that’s something they’ll never do, because big companies are obsessed with secrecy. Everything at those places has to get filtered through a lawyer and go through layers of red tape. Teaching is your chance to outmaneuver them.

Emulate chefs

You’ve probably heard of Emeril Lagasse, Mario Batali, Bobby Flay, Julia Child, Paula Deen, Rick Bayless, or Jacques Pépin. They’re great chefs, but there are a lot of great chefs out there. So why do you know these few better than others? Because they share everything they know. They put their recipes in cookbooks and show their techniques on cooking shows.

As a business owner, you should share everything you know too. This is anathema to most in the business world. Businesses are usually paranoid and secretive. They think they have proprietary this and competitive advantage that. Maybe a rare few do, but most don’t. And those that don’t should stop acting like those that do. Don’t be afraid of sharing.

A recipe is much easier to copy than a business. Shouldn’t that scare Mario Batali? Why would he go on TV and show you how he does what he does? Why would he put all his recipes in cookbooks where anyone can buy and replicate them? Because he knows those recipes and techniques aren’t enough to beat him at his own game. No one’s going to buy his cookbook, open a restaurant next door, and put him out of business. It just doesn’t work like that. Yet this is what many in the business world think will happen if their competitors learn how they do things. Get over it.

So emulate famous chefs. They cook, so they write cookbooks. What do you do? What are your “recipes”? What’s your “cookbook”? What can you tell the world about how you operate that’s informative, educational, and promotional? This book is our cookbook. What’s yours?

Go behind the scenes

Give people a backstage pass and show them how your business works. Imagine that someone wanted to make a reality show about your business. What would they share? Now stop waiting for someone else and do it yourself.

Think no one will care? Think again. Even seemingly boring jobs can be fascinating when presented right. What could be more boring than commercial fishing and trucking? Yet the Discovery Channel and History Channel have turned these professions into highly rated shows:
Deadliest Catch
and
Ice Road Truckers
.

It doesn’t need to be a dangerous job, either. People love finding out the little secrets of all kinds of businesses, even one that makes those tiny marshmallows in breakfast cereals. That’s why the Food Network’s
Unwrapped—
which explores the secrets behind lunch-box treats, soda pop, movie candy, and more—is such a popular program.

People are curious about how things are made. It’s why they like factory tours or behind-the-scenes footage on DVDs. They want to see how the sets are built, how the animation is done, how the director cast the film, etc. They want to know how and why other people make decisions.

Letting people behind the curtain changes your relationship with them. They’ll feel a bond with you and see you as human beings instead of a faceless company. They’ll see the sweat and effort that goes into what you sell. They’ll develop a deeper level of understanding and appreciation for what you do.

Nobody likes plastic flowers

The business world is full of “professionals” who wear the uniform and try to seem perfect. In truth, they just come off as stiff and boring. No one can relate to people like that.

Don’t be afraid to show your flaws. Imperfections are real and people respond to real. It’s why we like real flowers that wilt, not perfect plastic ones that never change. Don’t worry about how you’re supposed to sound and how you’re supposed to act. Show the world what you’re really like, warts and all.

There’s a beauty to imperfection. This is the essence of the Japanese principle of
wabi-sabi. Wabi-sabi
values character and uniqueness over a shiny facade. It teaches that cracks and scratches in things should be embraced. It’s also about simplicity. You strip things down and then use what you have. Leonard Koren, author of a book on
wabi-sabi
, gives this advice: Pare down to the essence, but don’t remove the poetry. Keep things clean and unencumbered but don’t sterilize.
^*

It’s a beautiful way to put it: Leave the poetry in what you make. When something becomes too polished, it loses its soul. It seems robotic.

So talk like you really talk. Reveal things that others are unwilling to discuss. Be upfront about your shortcomings. Show the latest version of what you’re working on, even if you’re not done yet. It’s OK if it’s not perfect. You might not seem as professional, but you will seem a lot more genuine.

Press releases are spam

What do you call a generic pitch sent out to hundreds of strangers hoping that one will bite? Spam. That’s what press releases are too: generic pitches for coverage sent out to hundreds of journalists you don’t know, hoping that one will write about you.

Let’s dissect the purpose of a press release for a moment: It’s something you send out because you want to be noticed. You want the press to pick up on your new company, product, service, announcement, or whatever. You want them to be excited enough to write a story about you.

But press releases are a terrible way to accomplish that. They’re tired and formulaic. There’s nothing exciting about them. Journalists sift through dozens a day. They wind up buried under an avalanche of hyperbolic headlines and fake quotes from CEOs. Everything is labeled sensational, revolutionary, groundbreaking, and amazing. It’s numbing.

If you want to get someone’s attention, it’s silly to do exactly the same thing as everyone else. You need to stand out. So why issue press releases like everyone else does? Why spam journalists when their inbox is already filled with other people’s spam?

Furthermore, a press release is generic. You write it once and then send it to tons of reporters—people whom you don’t know and who don’t know you. And your first introduction is this vague, generic note you also send to everyone else? Is that the impression you want to make? Is that really going to get you the story?

Instead, call someone. Write a personal note. If you read a story about a similar company or product, contact the journalist who wrote it. Pitch her with some passion, some interest, some life. Do something meaningful. Be remarkable. Stand out. Be unforgettable. That’s how you’ll get the best coverage.